I suffer with a cognitive disability and I'm appalled at how the I.D. Customer/Tech services treat it's communities. To explain, I have recently moved over to I.D. and upon transferring, found myself connected. I submitted a PAC request and transferred my number over into an eSim, and an issue with the provisioning then occured.

Since then, it's been absolute torture. Their accessibility helpline to support those with cognitive disabilities had in some cases a 35 minute wait. This is excruciating for somebody with my condition as I would keep forgetting key details, information, or simply find something else to do which meant I'd missed it when a handler finally picked up. 

When I got through, the handler, who was already provided with key information, didn't listen to any of the steps that I'd already confirmed I'd taken online - and provided them with specifics on what my device was doing, and telling them simply that the eSim would need reporivisoning as this was not being recognised. 

Following a lengthy and challenging discussion, they agreed to raise this with the technical team. The very next morning I received a text message saying "Technical team need more informatio" followed immediately by a second text saying that we hope we resolve your case.

Simply put - the technical team couldn't even be bothered to fix the backend error with my PAC transfer.

After calling, I was shocked to hear they had closed the case and wanted me to open a new one. They obliged, and had an email come through providing a new case reference. I've provided them with the same information as over the phone, and each time a new handler is given information is not shared.

Other issues I've recorded are simply that all advisors say "let me you on hold" and then hang up, pretend this to be disconnected. It goes immediately through to a feedback voicemail asking "how we did. As per the above, employees are seemingly abusing tools to be able to not address very simple and easy to fix eSim provisioning.

This is disguisting behaviour, and the companies choice to underresource or have a culture of not having any responsibility of wanting to help customers with memory and attention challenges is quite nasty.